Cristopher Legaspi Todara

About the Candidate

Cristopher Todara
09060841199
[email protected]
https://www.facebook.com/C2Dara10/
#29 D Dona Aguirre street Pilar Village

Profile
Adept at enhancing service levels and workforce efficiency, I leveraged real-time data analysis at
Alorica to optimize staffing and improve customer satisfaction. My expertise in Microsoft Excel
and exceptional multitasking abilities led to significant operational improvements, demonstrating
my capability to manage high-stress situations and ensure compliance with labor regulations.
Experienced with real-time workforce management, ensuring optimal productivity and adherence
to schedules. Utilizes data analysis and strategic planning to drive operational efficiency. Track
record of effective communication and collaboration to support team success.

Work Experience
Work Force Real Time Associate (July 19, 2021 – January 11, 2025)
Alorica – Makati
Improved service level performance by identifying trends in real-time data and making necessary
Adjustments to workforce allocation.
Managed real-time inbound call traffic across multiple contact center locations.
Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other
applicable regulations governing employee work hours.
Supported operations teams by providing timely and accurate information on agent availability
and schedule adherence.
Prepared and maintained reports, dashboards, and monthly packages.
Customer Service Representative (September 09, 2017 – July 19, 2021)
Alorica – Makati
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while
resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate
information.
Responded to customer requests for products, services, and company information.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the
company alike.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Developed strong product knowledge to provide informed recommendations based on individual
customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates
and positive feedback from clients.
Assisted customers in navigating the company website and placing online orders, improving overall
user experience.

Education
ACLC (May 2011 – May 2013)
Las Pinas, Metro Manila, Philippines
Networking Telecommunication Technology.
A 2-year vocational course in Networking and Telecommunication Technology is designed to equip
students with the practical skills and knowledge necessary for working in the rapidly evolving field
of telecommunications and computer networking. This hands-on program covers a wide range of
topics, blending both theoretical foundations and technical expertise in network setup,
management, and troubleshooting. The course aims to prepare students for roles such as
network technician, telecommunications specialist, and IT support specialist.
Key Areas of Study:
Networking Fundamentals: Introduction to networking concepts, types of networks (LAN, WAN,
MAN), OSI and TCP/IP models, network protocols, IP addressing, and subnetting.
Telecommunication Systems: Understanding of traditional and modern telecommunication
systems, including mobile networks, fiber optics, satellite communication, and wireless
technologies like Wi-Fi, 4 G, and 5 G.
Network Devices and Hardware: Learn about essential networking devices like routers, switches,
hubs, firewalls, and access points, and their configurations.
Routing and Switching: Focus on routing protocols (e.g., RIP, OSPF) and switch configurations for
establishing efficient data paths across networks.
Wireless and Mobile Networks: Introduction to wireless networking standards, wireless security,
mobile communication technologies, and troubleshooting wireless connections.
Network Security: Basics of cybersecurity, including firewalls, encryption, VPNs, and intrusion detection
systems, and security protocols to protect networks from external threats.
Telecommunications Infrastructure: Study the installation, maintenance, and management of
telecom systems, including telephony systems (VoIP), broadband, a
JBCMHS (June 2007 – April 2011)
Canlaon, Province Of Negros Oriental, Philippines

Skills
Workforce management
Service level agreements
Staffing adjustments
Microsoft Excel
Queue management
Intraday management
Multitasking
Determining staffing needs, Maintaining service levels